Semble on cord

Semble

Head of Customer Success

External position
London, UK
Hiring internally for Semble?
HealthTech · MedTech · Software
Healthcare businesses of all sizes use Semble’s software and APIs to manage every aspect of their practice.
Posted
a week ago
Checked
cord regularly checks that external positions are still open
9 hours ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Lead, Leadership
Core skills considered: Account Management, B2B, Customer service, Customer support
Other skills considered: CRM, Business Development Strategy, Building Teams, Data Driven

Logistics

Base salary: £90K - £100K
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

Own the commercial success of our existing customer base, delivering industry-leading Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals and expansion revenue by ensuring every customer realises measurable value from Semble.

Build and lead a high-performing Customer Success organisation, creating a culture of accountability, continuous improvement and customer obsession that develops future leaders and delivers consistently outstanding customer outcomes.

Transform the customer journey into a strategic growth engine, increasing product adoption, customer advocacy and long-term partnerships through proactive engagement, Executive Business Reviews and value-led success planning.

Identify and unlock commercial growth opportunities by partnering closely with Sales to drive upsell, cross-sell and expansion opportunities, ensuring Customer Success is a key contributor to Semble's long-term ARR growth.

Develop scalable, AI-enabled Customer Success operations, implementing best-in-class customer health scoring, lifecycle programmes, automation and data-driven insights that enable the business to scale efficiently without compromising customer experience.

Act as a voice of the customer across the business. Be a strong and consistent advocate for the customer across the business, partnering with Product, Engineering, Support and Commercial teams to influence product direction, improve the customer experience and ensure customer feedback directly shapes future innovation.

Provide strategic leadership and insight to the executive team, using customer data, forecasting and performance metrics to identify opportunities, mitigate risk and help position Customer Success as a key driver of Semble's continued growth and success.

Coach, mentor and inspire a high-performing Customer Success team, creating an environment where people are empowered to do the best work of their careers. Foster a culture built on trust, collaboration, continuous learning, recognition and accountability - which includes celebrating successes, learning from setbacks, and ensuring the team enjoys what they do while delivering exceptional outcomes for our customers.

We're looking for an ambitious, commercially minded, experienced Customer Success leader who is equally passionate about people, customers and business growth. You'll be a strategic thinker who can see the bigger picture while remaining close enough to the detail to coach your team, support customers and remove obstacles.

You'll naturally build strong relationships across the business, influence at every level and inspire those around you with your energy, positivity and high standards. Most importantly, you'll thrive in a fast-moving, scale-up environment where you'll have the autonomy to shape the future of Customer Success, challenge the status quo and make a measurable impact on our customers, our people and the continued success of Semble.


Requirements

  • Demonstrated success leading and developing high-performing Customer Success teams within a B2B SaaS environment, creating a culture of accountability, collaboration and continuous improvement.
  • A proven track record of improving customer retention, reducing churn and delivering strong Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and customer lifetime value.
  • Strong commercial acumen with experience identifying and delivering upsell, cross-sell and expansion opportunities while balancing customer outcomes with business growth.
  • The ability to build trusted relationships with executive stakeholders, confidently leading strategic customer conversations and business reviews that drive measurable value.
  • Experience designing and scaling Customer Success operating models, including customer segmentation, health scoring, lifecycle programmes and success planning. Most of all you need to be curious, and keen to look at the CS function differently (your standard playbook might not be right for Semble, and you need to be happy pivoting - always pushing for new and smarter ways of working, and keen to embrace a new approach, idea or tooling.
  • A data-driven approach to decision-making, using customer insights, performance metrics and forecasting to identify opportunities, manage risk and continually improve performance.
  • A collaborative leadership style, with the ability to influence across Sales, Product, Support and Engineering to create a seamless, customer-centric experience.
  • A genuine passion for coaching and mentoring others, developing future leaders and creating an inclusive, positive team culture where people are empowered to do their best work.
  • Experience working within a high-growth or scale-up SaaS business, where you've helped build or transform a Customer Success function through periods of rapid growth.
  • Experience using Customer Success platforms (such as Gainsight, ChurnZero, Planhat or Vitally) and CRM systems to drive customer engagement and operational excellence. Plus hands-on working knowledge of Open AI Suite.
  • Experience leveraging AI and automation to improve Customer Success efficiency, customer engagement and team productivity.
  • An understanding of the healthcare technology, clinical software or regulated SaaS landscape, or the curiosity and ability to quickly become an expert in a new industry.
  • Experience partnering with Product teams to influence roadmap decisions through customer feedback, usage data and market insight.
  • Proficiency in the French language (nice-to-have, not mandatory).

Company Benefits

  • The great feeling coming with knowing you do something that matters: improving healthcare!
  • Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
  • 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest.
  • Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options!
  • Private Health Insurance – covering physical and mental health, as well as dental and optical!
  • Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office.
  • Get the tech you need - You will get the latest MacBook (unless you prefer Windows) and take your pick across a wide range of equipment to set up your home office ergonomically.
  • Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.
  • Fantastic office space in Central London, right outside Liverpool Street - with a roof terrace, squash courts, weekly animations, loads of natural light, and cute doggies!
  • The usual free bits coming with nice offices (coffee, tea, fruits, weekly happy hours and breakfast, yoga classes...).
Head of Customer Success at Semble
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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